Head Of Operations – Sandton International - Nutun RX

The Head of Operations – B2B is responsible for the strategic and operational leadership of a large-scale B2B operation supporting a global technology client and its B2B partner ecosystem.

The role is accountable for delivering exceptional operational performance, client experience, commercial outcomes and scalable service delivery across the B2B portfolio.

Working closely with the client and its B2B partners, the Head of Operations will ensure that operational strategy, people, processes, technology and performance are aligned to deliver against contractual commitments and evolving business requirements.

This is a highly strategic role requiring strong BPO leadership, B2B experience, client management, commercial acumen, technology understanding and the ability to operate within a fast-paced AI environment.

2. KEY ACCOUNTABILITIES

A. Strategic Operations Leadership

• Develop and execute the operational strategy for the client's B2B portfolio.
• Provide overall leadership and accountability for operational delivery.
• Translate client strategy and business objectives into clear operational plans.
• Build scalable operating models capable of supporting rapid business growth.
• Ensure operational structures, resources and capabilities are aligned to client requirements.
• Drive a culture of accountability, ownership, innovation and continuous improvement.
• Anticipate operational challenges and proactively implement solutions.

B. Client Relationship Management

• Serve as a senior operational partner to the client's leadership team.
• Establish and maintain strong executive-level relationships.
• Understand the client's products, services, technology ecosystem and commercial objectives.
• Lead regular operational governance meetings and business reviews.
• Provide transparent reporting on performance, risks, capacity and opportunities.
• Manage complex escalations and ensure timely resolution.
• Partner with the client on strategic initiatives, operational improvements and future growth.

C. B2B Partner Operations

• Oversee operational delivery supporting the client's B2B partner ecosystem.
• Ensure B2B partners receive consistent, high-quality service aligned to contractual commitments.
• Understand the different requirements, operating models and expectations of B2B partners.
• Ensure effective partner onboarding, implementation and operational support.
• Establish appropriate governance and communication structures across the B2B ecosystem.
• Identify recurring partner issues and implement sustainable solutions.
• Drive partner experience, service quality and operational efficiency.

D. Commercial Performance

• Own operational performance and commercial outcomes across the portfolio.
• Monitor revenue, costs, margins, productivity and profitability.
• Ensure operational decisions support the commercial objectives of both the BPO and client.
• Partner with Finance and Commercial teams on forecasting and budgeting.
• Identify opportunities for operational optimisation and cost efficiencies.
• Support account growth and expansion opportunities.
• Provide operational input into commercial proposals, new services and client growth initiatives.

E. Operational Performance & Service Delivery

• Establish clear KPIs, SLAs and performance standards.
• Ensure consistent achievement of agreed service levels.
• Monitor productivity, quality, efficiency and customer experience.
• Establish robust performance management and reporting structures.
• Analyse operational trends and identify root causes of performance gaps.
• Implement corrective and preventative actions.
• Ensure operational performance remains aligned with client and partner expectations.

F. Workforce & Capacity Management

• Oversee workforce planning and capacity requirements.
• Ensure staffing levels align with forecasted volumes and business requirements.
• Partner with Workforce Management, Recruitment and HR to ensure appropriate resource planning.
• Develop scalable recruitment and onboarding strategies to support growth.
• Monitor attrition, absenteeism, productivity and employee engagement.
• Ensure the operation has the right skills and leadership capability to support the client.
• Lead and develop Operations Managers, Senior Operations Managers and other operational leaders.
• Establish a high-performance leadership culture.
• Develop succession and talent pipelines.
• Drive accountability at all levels of the operation.
• Partner with HR to address employee engagement, retention and organisational effectiveness.
• Develop leaders capable of managing complex B2B client environments.
• Maintain a strong understanding of the client's technology and operating environment.
• Identify opportunities to leverage technology and automation to improve operational efficiency.
• Partner with the client and internal technology teams on technology-enabled solutions.
• Drive adoption of digital tools and automation within the operation.
• Use data and technology to improve decision‑making, reporting and customer experience.
• Support the operational implementation of new technology, products and client requirements.
• Drive continuous improvement across processes, systems and people.
• Identify opportunities to improve productivity, quality and customer experience.
• Implement structured root‑cause analysis and improvement methodologies.
• Benchmark operational performance and identify opportunities for optimisation.
• Ensure best practices are shared across B2B programmes.
• Promote a culture where leaders continuously challenge inefficient processes.

J. Risk, Compliance & Governance

• Ensure compliance with contractual, regulatory and company requirements.
• Establish appropriate operational governance across the portfolio.
• Identify and manage operational and commercial risks.
• Ensure appropriate controls are in place for client and partner information.
• Partner with Risk, Compliance, Legal, IT and Information Security where required.
• Ensure appropriate business continuity and contingency planning.
• Provide operational input into new B2B opportunities and client proposals.
• Assess operational feasibility and resource requirements.
• Support solution design and commercial modelling.
• Lead operational mobilisation of new programmes.
• Ensure successful transition from implementation into business‑as‑usual operations.
• Develop scalable structures to support future growth.
• Identify opportunities to expand the relationship with the client.

3. KEY PERFORMANCE AREAS

The Head of Operations will be accountable for:

• client satisfaction and relationship health
• SLA and contractual performance
• Revenue and profitability
• Productivity and operational efficiency
• Quality and customer experience
• Attrition and employee engagement
• Operational scalability
• New business implementation
• Technology and automation adoption
• Risk and compliance
• Client retention and growth
• Preparing for and presenting business reviews with clients(WBRs, MBRs, QBRs).
• B2B Partners
• Strategic Technology Partners

5. MINIMUM REQUIREMENTS

Qualifications

• Bachelor's degree in Information Technology,Business Management, Operations Management, Commerce, Technology or related discipline.
• Postgraduate qualification would be advantageous.
• Relevant BPO, technology or operational leadership certification would be advantageous.

Experience

• 8–10+ years' experience in BPO, technology-enabled operations, customer experience or a related environment.
• At least 5 years' experience in senior operational leadership.
• Experience managing complex international or technology clients.
• Strong experience in client relationship and executive stakeholder management.
• Demonstrated commercial and financial management experience.
• Experience managing multiple operational leaders and large employee populations.
• Experience operating in a fast-paced, technology-driven environment.
• Experience with account growth, transitions and operational scaling.

7. LEADERSHIP PROFILE

The successful candidate will be a commercially minded, strategic and technology-oriented leader who can operate effectively between the client, B2B partners and the BPO organisation.

They must be comfortable operating at executive level while maintaining strong operational discipline. The individual must demonstrate the ability to:

• Build trusted relationships with senior client stakeholders.
• Understand and translate complex B2B requirements into operational solutions.
• Lead through multiple layers of operational leadership.
• Manage large-scale and commercially complex operations.
• Scale operations rapidly in response to client demand.
• Make data-driven commercial and operational decisions.
• Navigate ambiguity and rapidly changing requirements.
• Drive innovation and technology adoption.
• Balance client expectations, partner experience, employee experience and profitability.
• Build a high-performance culture.

8. SUCCESS MEASURES

Success in this role will be demonstrated through the ability to build and maintain a high-performing, scalable and commercially sustainable B2B operation for the client, while strengthening the relationship between the BPO, the client and its B2B partner ecosystem.

The Head of Operations is expected to operate as a strategic extension of the client's leadership team, not simply as the person responsible for day-to-day BPO delivery.

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